Technical Support Engineer (VoIP) - US, Remote

Hello! ✨

We’re Wildix, a global leader in Unified Communications & Collaboration as a Service (UCaaS) and we’re on a mission to redefine how businesses connect. Our secure, web-based and AI-powered solutions help companies around the world collaborate smarter, serve customers better and grow stronger — and we want you to help shape what’s next.

About Us…

In 2005, brothers Dimitri and Steve Osler set out to reimagine how businesses communicate, and that vision became Wildix. Today, from our headquarters in Tallinn, Estonia, Wildix is one of the world’s fastest-growing UCaaS companies, with 300+ team members from 15+ nationalities, working across Europe, the UK, the Americas and beyond. We serve businesses in 135+ countries through a partner-first ecosystem, delivering secure, intuitive solutions that keep companies connected, productive and ready for what’s next.

At Wildix, we don’t just build technology, we live it. As a remote-first company, we rely on our own platform every day to collaborate globally and innovate fast. With steady growth and a strong foundation, we offer real opportunities to advance your career as we scale, making an impact in a global team that’s shaping the future of work.

At Wildix, our mission is clear: Empower companies worldwide with seamless communication solutions that drive productivity, efficiency, and growth.

About The Role…

We are looking for a hands-on, technically capable Technical Support Engineer (VoIP) based in the US to support our expanding customer base and ensure exceptional service delivery for major pilot programs and full-scale rollouts.

You will play a critical role in supporting installations, troubleshooting voice and networking issues, configuring hardware remotely and on-site, and serving as the technical point of contact for our delivery partners and customers.

This role mirrors the work done by our existing UK Technical Engineer and will be instrumental as we scale our retail deployments across North America.

Are you up for the challenge?

What You Will Do…

• Support pre-sales and post-sales technical implementation for pilot and full deployments across US retail store
  
• Assist with VoIP system configuration and DECT network setup (Wildix / x-hoppers stack)
• Collaborate with project delivery and engineering teams to provide technical validation and remote diagnostics
• Perform structured network checks, assess PoE and internet readiness, and help onboard new locations
• Offer technical support to both customers and internal teams via ticketing, email, and real-time communication platforms
• Liaise with third-party installation partners, ensuring quality standards are met
• Document recurring issues and contribute to internal support and training documentation
• Support remote access configuration and ensure all systems are online and monitorable
• Travel occasionally for in-person site visits during pilot rollouts and escalated support cases
  

What You Will Bring…

• 7+ years experience in VoIP or UCaaS technical support, preferably in customer-facing roles
• Deep understanding of IP networking (subnets, NAT, port forwarding, PoE switches, firewalls)
• Experience working with DECT systems, SIP provisioning, and hardware diagnostics
• Strong troubleshooting mindset with the ability to resolve issues quickly and independently
• Ability to communicate clearly and efficiently with both technical and non-technical audiences
• Self-starter attitude with comfort working remotely and handling multiple deployments
• Willingness to travel regionally in the US for installations, training, and escalations (up to 20%)

Bonus Points If You...

• Have supported Wildix, x-hoppers, or similar platforms
• Have experience with remote networking tools
• Familiar with headset hardware, DECT planning, and site surveys
• Worked in retail technology deployment or managed services
• Delivered training or documentation for internal or external users

Why You’ll Love It Here

👫 Work with a Supportive, High-Performing Team – We believe in trust, autonomy, and working with bright, passionate individuals who drive real impact.

🚀 Shape the Future of Global Communication – Be part of a team transforming how businesses operate in an era of remote work and AI-powered collaboration.

💼 Join a Profitable & Stable Company – We’re not a startup experiment, we’re a two decade old success story with sustained profitability, meaning we can back your boldest ideas.

🌍 A Truly International Workplace – Our diverse and inclusive team ensures you’ll always feel connected and supported, no matter where you are.

What we offer

🏖️ Generous Time Off – Take the breaks you need to relax, recharge, and come back inspired.

💻 Top-Tier Tech – Love Mac? So do we! We equip our team with the best tools for success.

🚀 Career Growth & Development – Access to programs and events to keep you at the top of your game.

🩺 Health Benefits  – Access to Major Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Basic Life and AD&D coverage to support your overall well-being.

💰 Retirement Plan – We offer a 401(k) plan to help you plan and save for your future.

💵 Compensation – The total annual compensation for this role is between 70-80K USD gross.

Happy with them? We offer even more! Our Benefits are country-specific, you can ask your recruiter for more information.

Interview Process

🤝 Step 1: Initial Screening – A chat with our Talent Team to understand your background, experience, and motivations (30 min)

🛠️ Step 2: Technical/Role-Specific Interview – A Technical Interview with your potential manager to assess your skills and fit for the role (60 min)

We Are Wildix

Wildix is an equal-opportunity employer. We value diversity and welcome all applicants regardless of race, gender, age, religion, or any other characteristic. Everyone is encouraged to apply and is welcome to join our Blue Ecosystem. 

Ready to join us? Apply Now!